Customer Care Representative Job at Koko Networks

Customer Care Representative Role Description

As a Customer Care Representative at KOKO Service Points, your primary responsibility is to oversee the day-to-day operations of these service points, including managing cooker and canister repairs or replacements, offering customer education, and addressing general inquiries. Your role is pivotal in ensuring top-notch customer satisfaction and retention.

Key Responsibilities

1. Diagnose and repair or replace KOKO Cooker kits and canisters at the service point following established standard operating procedures and utilizing provided resources.
2. Provide accurate and current information about KOKO products to both existing and potential customers.
3. Maintain meticulous records of interactions and outcomes at the KOKO Service Point.
4. Address customer account issues, requests, questions, and complaints promptly and professionally, aiming to uphold high levels of customer satisfaction.
5. Act as a voice for KOKO customers by recognizing and escalating recurring questions and issues to supervisors. Additionally, provide regular customer feedback to enhance product performance and process efficiency.
6. Attend team meetings to stay updated on company and departmental developments and to gain insights into customer challenges for resolution.

Qualifications for the Role

• At least 1 year of prior customer service experience, with a preference for experience related to KOKO Products.
• Exceptional interpersonal skills.
• A customer-centric and empathetic approach, with the ability to adapt and handle challenging situations.
• Proficiency in using Google Suite tools such as Docs, Sheets, and Slides.
• Familiarity with customer management systems, including ZenDesk, FreshService, or Kobo Toolbox, is advantageous.
• Strong multitasking abilities, effective time management, and prioritization skills.
• A results-oriented mindset, well-suited for a performance-focused work environment.
• A positive, enthusiastic attitude, committed to supporting KOKO’s customers and agents.
• Proficiency in both English and Swahili, accompanied by excellent communication skills.